Urwah Admin

RAFFLES

Has responsibility for the overall operations of the Hotel s Rooms and Food &amp; Beverage including the development and performance management of employees. Oversee the financial aspects of the different hotel areas, optimizing profits while ensuring the highest level of service quality is provided to Hotel guests. The Hotel Manager also has responsibility for departmental meetings, supplier relations and overall maintenance of the hotel. KEY ROLES AND RESPONSIBILITIES: <ul> <li>Set, plan and direct the operational departments to achieve and overpass agreed goals of gross operating profit, Guest Satisfaction, Brand Consistency and Employee Engagement.</li> <li>Support the hotel s annual budgeting process and adhere to Accor established guidelines.</li> <li>Assist in managing the hotel s budget and ensuring that expenses incurred are within budget and in line with the Brand established guidelines.</li> <li>Lead and guide their reporting and management teams in driving the hotel to achieve its performance goals</li> <li>Follow ACCOR protocol in approving expenses, and obtaining the approval first from the General Manager and Financial Controller for items which require approval at this level before implementation.</li> <li>Be present to personally welcome key residents and patrons</li> <li>Be the host for Raffles Residents Evening Cocktail, if applicable.</li> <li>Help to ensure all Marketing and PR Communications are in compliance with Raffles Brand Marketing guidelines</li> <li>Support and help to prepare and submit the weekly GM reports to RVP of Operations and Brand President</li> <li>Communicate in an effective and timely manner with ExCom and the General Manager on matters which require the attention of ExCom and the General Manager</li> <li>Represent the Raffles Brand in projecting a credible image to the market, residents and colleagues alike.</li> <li>Comply with Raffles established guidelines on the hotel organizational structure and reporting lines, for example ExCom structure.</li> <li>Comply with Raffles established guidelines on recruitment, appointment and promotion of ExCom, Department Heads and colleagues.</li> <li>Comply with ACCOR &amp; Raffles established guidelines on staff fringe benefits.</li> <li>Be visible around the hotel and shows an active interest in our colleagues welfare by asking our colleagues how they are doing regularly.</li> <li>Lead by example in living the Raffles brand values and service culture as well as Code of Ethics</li> <li>Help and support to establish positive owner relations through proper and appropriate communications with the appointed Owner s representative</li> </ul> Follow appropriate protocol in communicating with the appointed Owner s representative and keeping the General Manager informed of such communications

Hotel Manager

PURPOSE OF POSITION
To support both the colleagues and leaders of Raffles Salon in achieving the highest quality of both service and standards and improving the level of guest satisfaction through positive engagement and communication.
KEY ROLES &amp; RESPONSIBILITIES
<ul>
 <li>Maintain the LQA service standards as required for the Outlet.</li>
 <li>Read daily reports, hotel updates shared via Outlet communication methods and to acknowledge any VIP s arrivals to ensure they are acted upon. Report to shift 10 mins before start time and communicate in advance if any delay. Must know all Food &amp; Beverage menu items, their garnishes, contents and preparation methods and be able to relay that information to guests in a polite and concise way if asked.</li>
 <li>Present children's menus when appropriate, and describe specials and alternative cuisine.</li>
 <li>Serve and clear food and beverage items in an unobtrusive and professional manner using Tray/appropriate service ware at all times.</li>
 <li>Utilize the POS system to ring up sales, print checks, close checks and complete cash-out procedures</li>
 <li>Carry trays, bus and reset tables with linen, chinaware, glassware and silverware.</li>
 <li>Ascertain guests satisfaction and handle any problem which may arise, informing the Supervisor/Manager of the problem and how it was resolved.</li>
 <li>Follow cash and credit card procedures according to the guidelines of the accounting department.</li>
 <li>Maintain a clean, neat and orderly restaurant throughout service.</li>
 <li>Polish cutlery, refill salt, pepper and sugar, creamers etc.</li>
 <li>Must be able to prepare/operate the coffee machine to make specialty coffee s/Tea s</li>
 <li>Must be able to make/ serve other beverages both non-alcoholic and alcoholic drinks.</li>
 <li>Ensure that work station is stocked with appropriate condiments at all times.</li>
 <li>Report any guest comments regarding food and beverage to manager</li>
 <li>Conscientious handling and maintenance of operating equipment.</li>
 <li>Learn and adhere to safety, sanitation, HACCP and hygiene policies</li>
 <li>Maintain good working relationships with colleagues, and all other departments.</li>
 <li>Maintain complete knowledge of all F&amp;B services, outlets and hotel services/features.</li>
 <li>Perform opening/closing side duties as assigned and set all tables according to standards.</li>
 <li>Report to manager any kinds of deviation from set standard and procedures.</li>
 <li>Ensure that all service and storage areas are kept safe and clean</li>
 <li>Help minimize waste, neglect, breakages and mishandling of supplies and equipment</li>
 <li>Carry out cleaning and maintenance of the outlet. Incase of being unwell and not able to report to work, Restaurant Supervisor/ Manager must be notified a minimum of 4 hrs prior shift through telephone call.</li>
 <li>Assist other Food &amp; Beverage Outlets in their operations during peak hours if needed or work extended shifts due to operational needs.</li>
 <li>Actively support in the Management in supervision of the operation/section to maintain service standards</li>
 <li>Assist the Supervisor/Manager in conducting daily shift briefings to update and disseminate relevant information to restaurant employees</li>
 <li>Assist in colleagues training and act as a role model by leading by example and actively supporting the colleagues throughout their shift.</li>
 <li>Must learn and be able to use the operating systems at Raffles Dubai.</li>
 <li>Conducts Equipment and Beverage inventories and ensures no variances in beverage inventories.</li>
 <li>Perform trainer tasks and conduct training for all staff as assigned by Restaurant Manager / Assistant Manager, driving Trainings/ INES.</li>
 <li>Use a hands-on approach to train and develop employees, demonstrate team building, and lead by example.</li>
 <li>Understand the Goals/Targets set by the Management for the Outlet and work towards achieving it.</li>
 <li>Carry out any other duties as and when assigned by the Management of the Hotel</li>
</ul>

Captain

To perform all aspects of telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel s standards. KEY ROLES &amp; RESPONSIBILITIES <ul> <li>Process all incoming and outgoing calls accurately and courteously</li> <li>Ensure smooth internal telecommunication as per Raffles Standards</li> <li>Accurately record and control wake-up calls</li> <li>Assist guests with international calls and directory queries</li> <li>Call guests by name whenever possible</li> <li>Page staff member when requested</li> <li>Abide by principles of guest privacy</li> <li>Handle guests requests promptly and report complaints to the Telephone Supervisor</li> <li>Bill call costs</li> <li>Aware of local telephone listings and frequently dialed numbers</li> <li>Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations</li> <li>Advise defects on switchboard equipment to Supervisor</li> <li>Maintain a clean work environment</li> <li>Maintain detailed knowledge of the Hotel s fire, life and safety system</li> <li>Adhere to OH&amp;S policies and procedures</li> </ul>

Royal Service Agent

PURPOSE OF POSITION To provide prompt and courteous drink orders either taken directly from guests and patrons at the bar or through the bar servers. KEY ROLES &amp; RESPONSIBILITIES <ul> <li>Read daily events to be aware of any VIP arrivals.</li> <li>Must have a complete working knowledge of bar items, ingredients and preparation</li> <li>Ensure all details of service are performed properly for every guest</li> <li>To understand and adhere to Beverage Department Standard Operating Procedures</li> <li>Change ashtrays, serve cigarettes and wipe down bar area</li> <li>Carry trays, bus and reset tables with linen, china, glass and silver</li> <li>Ascertain guest satisfaction and handle any problem which may arise, informing a manager of the problem and how it was resolved</li> <li>When possible greet regular guests by name and note and serve preferences accordingly</li> <li>Professionally set up bar at the start of opening, including liquor, icing, glassware, juices and garnishes</li> <li>Process drink orders in proper calling order both from guests directly and from service staff, checking for correct order and managing billing quickly and efficiently</li> <li>Make all cocktails in accordance with Hotel s standard beverage manual</li> <li>Receive and check liquor against previous shift s requisitions</li> <li>Attempt to limit problems and liability related to customers' excessive drinking</li> <li>Serve snacks or food items to customers seated at the bar</li> <li>Organize requisition, pick up and verification for F&amp;B items used in the bar areas</li> <li>Ensure that the bar is fully stocked and all side opening and closing duties are completed</li> <li>Slice and pit fruit for garnishing drinks</li> <li>Arrange bottles and glasses to make attractive displays</li> <li>Keep the bar area neat and tidy at all times, regularly clearing dishes and glassware</li> <li>Manage security in the work area, and at no time to leave the bar area unless properly relieved by a colleague</li> <li>Assist with cleanup - mopping floors, removal of cans and bottles, general cleaning of rails and counters, removal of melting ice in bins</li> <li>Maintain complete knowledge of all F&amp;B services, outlets, hotel services/features</li> <li>Able to handle cash following established and proper Accounting procedures</li> </ul>

Bartender

KEY ROLES &amp; RESPONSIBILITIES <ul> <li>Manage and supervise all tasks of his/her staff</li> <li>Ensure cleanliness of guest rooms, guest room balconies, guest corridors, linen rooms and housekeeping pantries according to set standards and procedures</li> <li>Supervise public areas</li> <li>Ensure that guest supplies are replenished</li> <li>Ensure guests requests are promptly and courteously met</li> <li>Report damage or malfunction in hotel rooms using P.M.S system</li> <li>Maintain equipment in proper state of cleanliness and repair</li> <li>Maintain a section floor report</li> <li>Conduct daily briefings with staff at floor level</li> <li>Conduct regular room checklists</li> <li>Report unusual behavior/activities on floors to Assistant Housekeeping Manager</li> <li>Record room status in allocated section accurately</li> <li>Comply with hotel s health, safety and hygiene policies</li> <li>Attend meetings and training sessions as required</li> <li>Fully understand the difference in guest levels (VIP) and in room categories</li> </ul>

Housekeeping Supervisor

<div>Job Description</div> PURPOSE OF POSITION To provide accurate information concerning hotel facilities, venues and functions and to handle all guest inquiries. KEY ROLES &amp; RESPONSIBILITIES <ul> <li>Assist guests with all inquiries, both hotel and non-hotel related</li> <li>Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are known</li> <li>Maintain good relationship with Airport Concierge</li> <li>Maintain good relationship with retailers and other service providers within the vicinity and ensure that information on their promotions are up to date</li> <li>Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events</li> <li>Maintain adequate supplies of forms and brochures and ensure they are presented in line with the hotel s operating standards</li> <li>Consult Log Book for information/requests left by outgoing shift</li> <li>Manage incoming guest mail, messages, facsimiles and special deliveries</li> <li>Manage all transportation requests</li> <li>Manage outgoing guest mail, courier services and parcel postage as requested by guests</li> <li>Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed</li> <li>Receive telephone calls and take messages for guests who are out</li> <li>Conducts all of the above in accordance with the hotel s policy, while adhering to Raffles Behavioural Standards</li> </ul> <div>Qualifications</div> PERSONAL ATTRIBUTES <ul> <li>Good English language verbal communication skills </li> <li>Ability to work cohesively with co-workers and managers as part of a team</li> <li>Ability to be attentive to guest needs, remaining calm and courteous at all times</li> <li>Ability to promote positive relations with hotel residents and patrons</li> <li>Ability to exercise good judgment with difficult guests</li> <li>Understanding and ability to work in a multi-cultural environment</li> </ul> QUALIFICATIONS <ul> <li>Secondary/High School education</li> </ul> EXPERIENCE <ul> <li>Minimum two years experience as a Concierge or in a related position</li> </ul>

Concierge Agent

Join RAFFLES and explore 6   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.